November 22, 2010

Dealing with negative feedback

When you sell at Amazon.com, you should work with buyers to resolve any differences. Communication is usually the key--simply explaining a delay or reassuring a buyer puts most issues to rest. But sometimes an order results in the seller receiving negative feedback from the buyer.

If you receive a feedback comment that you are not happy with, we encourage you to contact your buyer, and work with them to resolve any order issues. Your buyer could then remove the feedback if they feel it would be appropriate.

If the buyer has indicated that they're willing to remove the feedback, here are simple instructions to give them. They are also available on our buyer Help page, Leaving Feedback.

Under "Personalization," in the "Community" column, click "Seller Feedback Submitted By You."

A list of all of the feedback left by you will display. Click the "Remove" link next to the feedback would like to remove.

(If there is no "Remove" option next to a comment, this means the 60-day removal period has expired.)

Amazon will remove feedback only in the following cases:

The feedback includes obscene language.

The feedback includes personally identifiable information.

The entire feedback comment is a product review.

The entire feedback comment is regarding fulfillment or customer service for an order fulfilled by Amazon.

When you receive negative feedback, put it in perspective. A 0-2% negative feedback rate is great! If your negative feedback rate is greater than 5%, you may want to review your business practices. Remember that you can do a lot to avoid receiving negative feedback by providing great customer service!